Branch Service Manager

Summary: Responsible for overall supervision of the branch operation activities and adherence to policies and procedures. Responsible for in-branch sales activities and assists Branch Relationship Manager/Branch Manager in ensuring Branch meets assigned goals. Assists in a variety of duties associated with overall sales and service efforts of the Branch including, establishing, retaining, and deepening relationships with new and existing clients. Coaches CSR/teller staff to achieve operational metrics and sales goals. Provides quality service to internal and external clients through effective and professional written verbal communication, and consistently models the EagleBank Mission, Vision and Values, Relationships FIRST Timely completes other duties as assigned. ESSENTIAL JOB FUNCTIONS: * Supervises the smooth operation of the branch platform and teller line. Follows all policies and procedures * and complies with applicable regulations, particularly as they pertain to audit, security, and compliance and internal controls. Maintains optimal teller performance in service quality, accuracy, efficiency, and risk management. Assists BRM/BM in conducting regular branch meetings for operational, security, sales, service, product mastery and other topics as necessary. * Supervises and coaches teller staff to develop knowledge, skills and abilities to maximize performance potential to support the bank's mission, vision, and values. Assists BRM/BM in providing quarterly coaching to staff, performance feedback, and at times completes performance review forms as needed and in a timely manner. * Provides prompt, efficient and accurate service in processing transactions and answering questions in * person or over the phone in order promote client trust. Promptly responds to complaints and or concerns to solve complex problems concerning all services provided by the bank. Responsible for contributing to assigned branch cross-sell and product sales, when applicable. * Responsible for branch vault and cash supply, when applicable. Handles teller transactions, prepares and receives cash shipment ensuring adequate supplies at all times. Ensures vault accuracy, proper completion of CTRs, balancing of the ATM, and Night Drops deposits, when applicable. Proficiently perform all duties of a teller. Maintain branch teller differences within the established guidelines. * Assists BRM/BM in organizing branch work schedules for platform and teller line to achieve adequate coverage during business hours. Supervises the training of new CSR/Tellers including product knowledge, * operations and sales/referral strategies. Oversee the lobby to reduce wait time by customers and provide to support CSR/tellers. * Possesses strong understanding of products and services, regulatory requirements, bank's risk and liability related to supervisor functions performed, including overdraft processing, funds availability, wire origination approval and changes in account control. Familiarity with other business line products. * Fill in for the Branch Manager, in their absence. * Other duties as assigned. Required Skills * Proficient use of Platform and Teller system. * Advanced knowledge of banking products and services. * Knowledge of banking regulations, policies, and procedures. * Highly motivated, self-driven individual who can think strategically, operate independently and take accountability for the function. * Ability to motivate, influence and collaborate with others both internally and externally. * Must have the ability to multi-task in a fast paced environment and prioritize your focus on most impactful activities. * Strong oral and written communication skills when interacting with internal and external clients. * Strong analytical, critical thinking and problem solving skills. * The ability to effectively manage others. * Hand-eye coordination is required for using keyboard to enter transaction information. * Ability to lift boxes of coins weighing up to 15 pounds. * Flexibility in schedule is required. * Travel required for float positions and may be required for all others. * Demonstrates a commitment to Relationships F*I*R*S*Tin all areas of job performance. Required Experience * High School Diploma or equivalent. * Three years of branch banking experience * 2 years of leadership experience. We are an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color or any other protected class. Job Location Rockville, US-MD